Position Summary: The Technical Support Representative responds to incoming customer inquiries of a technical nature that come in via email and phone, and provides prompt troubleshooting assistance on a variety of technical questions and issues related to aFe products and applications. This position is responsible for escalating technical product issues per established procedures to internal departments for resolution and will follow-up with the customer to provide a prompt resolution, thus ensuring a superior customer experience.
Essential Functions, Roles and Responsibilities (other duties may be assigned):
Troubleshoots technical product issues and questions as they come in from email or telephone and Zendesk.
Analyzes and escalates customer inquiries that require additional assessment and works with internal departments such as Sales, Shipping, and Engineering towards a satisfactory resolution
Ensures follow-up and communication with customers on pending issues and resolution timelines.
Updates customer/account information in internal systems as needed.
Navigates business operating system to provide stock status, order status, ETA, tracking numbers, and prices.
Assist with order entry when order volume is heavy.
Attends product training to stay informed on new product releases, and technical product information.
Maintains a clean and tidy work space.
Follows all safety procedures and processes.
Knowledge, Skills and Abilities:
Superior customer and client focus
Advanced automotive knowledge, and mechanical aptitude.
Excellent attention to detail and accuracy
Clear, concise and professional verbal and written communications
Ability to build trust and relationships
Exceptional data entry skills with intolerance for errors.
Superior critical thinking skills to promptly assess, escalate and resolve issues as needed
Advanced familiarity with MS Office Suite, and business operating systems; computer literacy required.
Education and/or Experience:
High School Diploma/GED required
Associates Degree and 6 months’ minimum experience in a technical support position in an automotive retail environment, or in-bound call center, or relevant combination of education and experience.
aFe POWER is an EOE employer. No relocation available for this position
At aFe POWER, we engineer adrenaline! We are a manufacturer of high performance, automotive cold air intake systems, performance filters, fluid filters, intake manifolds, turbochargers, programmers, throttle body spacers, exhaust & suspension systems, and more, with solutions to take your vehicle to the next level of power and performance. Our team thrives on collaboration and pours a tremendous... amount of heart and soul into every product we release, from design, to prototype, to fit, to packaging! We top that off with superior technical support and customer service. We're the ultimate enthusiasts, and we won't settle for less than awesome in anything we do! aFe POWER employees enjoy competitive compensation packages, a full range of benefits, monthly company events, access to shows, product discounts and a fast-paced, innovation driven culture. We're looking for enthusiast team members that are driven (pardon the pun) to succeed and be part of our growth. If you're intrigued and up for a challenge, we want to hear from you!